Retailers spend a tremendous amount of resources focusing on the 4 Ps: Product, Placement, Promotion, and Price. In doing so, back-end IT services that support the business are oftentimes neglected. Many of the largest retail brands have not updated their service management processes and IT systems since the 1980s or 1990s.
Beyond20 works with some of the largest and most recognized retailers in the world. We can help you to make IT more business-friendly and streamlined so that you can get back to focusing on the 4 Ps.
A global health & wellness retailer implemented Cherwell as part of their larger IT improvement initiatives. In wanting to better equip its Cherwell Administrators for their configuration and maintenance responsibilities, the retailer sought an experienced training provider and Cherwell partner to provide key IT staff with an in-depth understanding of the platform.
Beyond20 provided on-site and remote Cherwell administrator training for the IT staff who would be responsible for the configuration and maintenance of Cherwell. Beyond20 also provided training in a virtual, self-paced format, allowing students the flexibility to balance their training with work responsibilities.
After conducting an internal review, this women’s clothing retailer sought a partner to assist them in improving its commitment to ITSM best practice. They first embarked on formal ITIL training for key staff, then brought on Beyond20 to perform a formal assessment, provide a roadmap to help them mature the organization, and build processes to help them build upon previous successes.
Beyond20 to assessed the retailer’s ITSM processes and developed an actionable roadmap with operational short-, medium-, and long-term goals. The assessment focused on five ITIL processes crucial to improved service desk performance: Incident Management; Request Fulfillment; Problem Management; Change Management; and Service Level Management. The resulting assessment report and roadmap included organization-specific recommendations for the next several months to a year for these ITIL processes.
Hunter Industries knew visibility was essential when it came to delivering critical business outcomes – and that efficiency was equally important in handling incident requests. Without a structured HR Management System in place, the San Marcos-based company was experiencing challenges in tracking and finding objects, as well defining critical workflows and ITSM security protocols.
Hunter partnered with Beyond20 to help enhance their existing Cherwell Service Management system. By adding HR Case capabilities in the form of new major objects, supporting objects, lookup objects, portal pages, workflows and security, Hunter’s service desk saw immediate results. The service desk minimized SLA breaches and maintained an 80% rate for first-call resolution of incidents and requests.
